The last year has accelerated the digitization and automation of services provided by companies to customers. 89% of people consider at least some of the recent innovations useful. For most customers, the option of paying with a smartphone or watch is beneficial, with almost half of people considering it useful. Furthermore, customers mainly appreciate the ability to handle everything necessary online and faster order processing. This is according to a recent survey that we launched in cooperation with Intensity at the beginning of 2021.
A recent survey of more than 500 respondents showed that the vast majority of customers appreciate the new practical benefits of automation or digitalization that they have recently encountered. Only 11% of people do not consider any of these innovations useful.
“Many companies choose the world leader in digital transformation – the Salesforce platform – for proper communication with customers. The cornerstone is the client 360°, which allows you to have all the necessary data about each customer in real time. The client’s history, their needs and communication are stored in one place and employees across the company can focus on building relationships and trust with the customer,”
says our CEO, Jiří Mach.
Useless wallet
The innovation that was considered useful by the most chinese overseas british database customers is payments with a smartphone or watch. Specifically, 46% of them think so. But it is far from just the youngest generation or technology fans. Almost half of people, even those around 60, consider paying in this way useful.
Online, everything
According to customers, the complete digitalization of services is similarly beneficial as paying by phone or watch. Being able to complete all necessary tasks with a bank, operator, energy supplier or other company online from the customer’s perspective is useful for 42% of people.
“Here we can see a big shift in companies in implementing omnichannel communication – i.e. a comprehensive approach that aims to communicate effectively with the customer through all available channels. To communicate information to the customer uniformly, in a mutually interconnected manner, while at the same time allowing them to address us in a way that suits them. The history of mutual interactions then together forms a unified whole in one place”
describes Michal Peška, our executive director and CSO
The third largest number of customers acknowledge that however, we will try to derive general guidelines automation and digitalization have had a positive impact on the speed of processing their orders from online stores. This benefit is appreciated by 40% of customers.
“They have been experiencing a major surge in the volume of transported shipments for almost a year. We had the honor of helping to digitize the CRM system of one of the largest companies operating on the Czech market. As a result of the six-month implementation process, which took place simultaneously with the outbreak of the first wave of the pandemic, the sales and marketing team appreciates the opportunity to manage specific processes such as the sales pipeline, cross-selling or up-selling. Here too, the focus of the new CRM system is to acquire new and retain existing customers who are more satisfied and loyal”,
adds Michal.
Less weeds
For example, a full fifth of customers find a personalized offer of products and services, i.e. an offer according to their interests and preferences, useful.
“Less annoyance with irrelevant offers in emails, search engines, banners and social networks should be one of the main benefits of detailed analysis of the customer journey and their comprehensive profile, which companies can have about them thanks to CRM systems,”
explains George.
Customers also find some of the tools and services offered thailand data by advancing digitalization and automation useful. 22% consider cardless ATM withdrawals to be beneficial, and 19% consider biometric signatures useful. For example, smart chatbots are not yet as appreciated by customers on a global scale, but in the youngest age category under 26, a quarter of people find them useful.